Customer Success Manager Digital Austria; m​/f​/d

Build digital customer journeys that improve adoption, retention and growth.

Matrix
42 is the European choice in Intelligent Service Management (ISM). We help organizations realize the full potential of their technology and service management investments.

We are establishing a global, company-wide Customer Success organization with a clear business value focus and a strong commercial mindset. Our ambition is to turn adoption and measurable customer outcomes into lasting partnerships, strong retention, and sustainable growth.

You will manage customer outcomes across our digital customer segment through automated lifecycle programes, one-to-many engagement, and renewal workflows. You will own the performance of these programes, with accountability for segment gross revenue retention (GRR) and a measurable contribution to net revenue retention (NRR). This role operates across the segment rather than through a traditional named-account portfolio, combining commercial judgement, customer communication, and hands-on programe development.

Build and improve digital customer journeys

• Design, launch, and improve digital journeys covering onboarding, adoption, value realization, renewal, and growth, with clear objectives and triggers at each stage.
• Create relevant customer communications, educational campaigns, and self-service content together with Marketing, Product, Support, and partners.
• Segment audiences by lifecycle stage, product, usage, and customer needs so communications are timely and useful.
• Work with Rev Ops and CS Operations to implement CRM workflows, improve contact and contract data, and connect customer signals to actionable triggers.
• Test messages, timing, and journey steps. Use engagement, adoption, and commercial results to improve programe effectiveness.

• Own a repeatable digital renewal process with early reminders, clear customer actions, and visibility of upcoming renewals. Build workflows around contractual notice deadlines.
• Own communication of pricing and contract changes across the segment, combining personalized outreach with scalable programes.
• Monitor risk and renewal exceptions. Manage targeted human intervention with the appropriate CS, Sales, Support, or partner teams.
• Identify growth signals and route qualified strategic upsell and cross-sell opportunities to Sales.
• Maintain segment renewal forecasts and programe dashboards, using CRM and analytics to connect activities with retention and growth.

Segment GRR and NRR. Adoption and lifecycle engagement through digital programes, renewal forecast accuracy, and qualified growth opportunities.

• At least 3 years of relevant experience in Digital Customer Success, Customer Operations, customer lifecycle marketing, renewal operations, or a comparable SaaS or enterprise software role.
• Hands-on experience building customer campaigns, CRM workflows, or automated lifecycle programes, with evidence of measurable results.
• A commercial mindset: you connect customer engagement and adoption with retention, renewals, and growth.
• Strong analytical skills and confidence using customer, contract, and engagement data to prioritize improvements.
• Clear customer-facing writing and communication skills, with the ability to make complex topics easy to act on.
• The ability to coordinate Marketing, Rev Ops, Sales, Support, and partners and manage multiple programe improvements in parallel.
• Fluency in English and (Swiss) German.

• Experience with Hub Spot
  , Power BI
  , customer health frameworks, or product usage analytics.
• Experience with AI-enabled engagement, self-service programes, or testing and optimizing digital journeys.
• Knowledge of subscription renewals, partner-led customer models, or IT and enterprise service management.

You will help establish our digital Customer Success approach and shape programes that reach customers across markets. This role offers the opportunity to combine customer insight, automation, and commercial ownership, working closely with the teams building our CS systems and ways of working.

We could tell you about the great coffee, 30 vacation days, and flexible hours. Or that hybrid and remote work are part of the deal. But honestly? That's just standard.

• Work from (almost) anywhere - Want to change your scenery? Go on a workation and take your job with you.
• Time for growth - A career framework to support your professional and personal…